Digital Designer Manager in Nashville, TN at First Tennessee Bank

Date Posted: 8/14/2019

Job Snapshot

Job Description

Job Description:
The Enterprise Customer Experience Integration Manager is responsible for delivering an
integrated customer experience strategy through strong partnership and external resources.
Creates innovative approaches to developing a consistent omni-channel customer experience that
aligns with our brand.

Role Summary:
This position is responsible for facilitating enterprise level customer experience change efforts
toward future vision by aiding in the facilitation of strategy development and policy decision to
reduce customer friction and add customer value to critical customer touchpoints. These efforts
align with (Company’s) long term strategic initiatives and may span multiple fiscal years.

• Establishes and creates organizational alignment on best practices and policies for
cultivating a dynamic customer experience across the enterprise.
• Responsible for key business partnerships for the development and delivery.
• Responsible for identifying and leading high impact opportunities for enhancing the
customer experience through voice of the customer programs, customer journey mapping
and voice of the outfitter programs.
• Establishes and maintains a portfolio of complex customer-centric projects. Leads highly
cross functional teams in the execution of these efforts.
• Prioritizes efforts and maintains a pipeline of future opportunities
• Establishes customer experience metrics to track and measure success. Monitors
outcomes and establishes an effective enterprise feedback loop.
• Through research and industry monitoring, develops a strong understanding of market
trends and their impact on First Horizon customer experience.
Requirements Qualifications:
• Education: Bachelor's degree required
• Experience: 6 – 8 years required
• Previous experience: Contact Center, Retail, Digital/Social
• Passion for enhancing the customer experience
• Strong critical thinking, analytical skill and creative problem solving
• Ability to lead through influence and work with people across the organization to achieve results
• Excellent communication skills
• Very strong project management, change management and process improvement skills

• Days: Monday – Friday
(some weekends and overnight)

  • All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, gender stereo typing, and age. First Tennessee is an EO employer – M/F/Vets/Disabled.
  • Please view Equal Employment Opportunity Posters provided by OFCCP